Support Dashboard Refresh

After the onboarding portal and the booking workflow were live, the next obvious gap was internal. The support team was still working from a dashboard that had grown organically over three years, with filters stacked on filters and no clear sense of what actually needed attention on any given day.

The refresh started with a simple question: what does a support agent look at first when they open the screen in the morning? The answer was not what the old layout suggested. Agents were not scanning every ticket chronologically. They were looking for patterns, repeated issues, clients who had written twice in a week, and requests that had stalled without a reply.

So we rebuilt the dashboard around those patterns instead of around the raw ticket list. The new layout groups work by status and age, surfaces repeat contacts in a separate column, and keeps the full history one click away rather than buried under expandable rows. The visual hierarchy now matches the way the team actually thinks about their day.

The project took six weeks from first wireframe to rollout, with the team testing each iteration against real ticket data from the previous quarter. We did not add new features for the sake of it. The goal was to make the existing information easier to read, and to cut the number of clicks for the most common actions.